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Technical Service Manager Role

hace 1 semana

Buenos Aires, Buenos Aires C.F., Argentina SAP SE A tiempo completo
Job Description

We are seeking a highly skilled Senior SAP Technical Professional to join our team as a Technical Service Manager. As a key member of our Enterprise Cloud Services team, you will be responsible for delivering high-quality technical managed services to our Rise with SAP customers.

Your primary focus will be on supporting customers in their SAP S/4HANA Private Cloud adoption journey, ensuring customer satisfaction through effective service delivery and collaboration with other roles in SAP.

This is a Hybrid Model position, requiring 3 days a week in the office or with customers/partners – subject to local labor law and social partner involvement.

Key Responsibilities:

  • Serve as the primary contact for private cloud customers for technical delivery topics, technology discussions, and other contractual entitlements for technical components as per contract.
  • Be the technical landscape owner.
  • Responsible for leading technical delivery and management of system landscape as a representative of SAP Enterprise Cloud Services.
  • Accountability as the single orchestrator for End2End delivery from SAP Enterprise Cloud Services.
  • Introduce technical managed services scope, roles, and responsibilities as part of customer onboarding to establish and strengthen the partnership.
  • Develop strategic technical engagement via service planning with clients by acting as a trusted advisor to establish a focus on core services delivered.
  • Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
  • Act as a trusted technical advisor in safeguarding and sharing the innovation roadmap with the customer.
  • Maintain close collaboration with ECS (Enterprise Cloud Services) Technical Operations to drive operational topics including ticket handling.
  • Establish good relationships with all customer-facing roles in SAP to provide a One SAP experience.
  • Be part of the SAP overall governance model set up for each customer.
  • Active internal and external stakeholder management.
  • Proactively add value to customer (business) through aligning VAT (virtual account team) initiatives.
  • Guide customers on key topics like Business Continuity, Security & Compliance.
  • Maintain customer satisfaction through proactive issue mitigation and escalation management.
  • Support customer critical situations and de-escalations.
  • Protect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals, and other revenue leakage possibilities.

Required Skills and Qualifications:

  • Bachelor's degree or higher in Computer Science, Engineering, Information Management, Business Administration, or related fields.
  • High proficiency in customer communications and presentations.
  • Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
  • Proficiency in English is mandatory; additional language skills are an asset.

Work Experience:

  • Minimum of 6 years of SAP Technical Administration with SAP Basis skills.
  • 3 years of customer-facing SAP Technical Consulting experience.
  • Experience in solution design, enterprise architecture, and SAP implementation.
  • Knowledge of SAP RISE or ECS experience is advantageous.
  • Experience in technical project planning, implementation, and configuration.

Skills and Competencies:

  • Strong background in SAP solutions, technology, and products, and cloud technology.
  • Ability to work effectively as part of a virtual, dynamic, and dispersed team.
  • Good understanding of cloud architecture and IT technical infrastructure.
  • Strong customer focus, networking, relationship-building, and problem-solving skills.
  • Competency in multi-tasking and managing multiple engagements in parallel.

Preferred Skills:

  • Certifications in SAP Basis/Application, Project Management, or Hyperscalers (Azure/AWS/GCP).
  • Knowledge of Project Management, IT Service Management standards (e.g., ITIL) and methodologies for SAP IT operations.